Customer Support Team Lead – Studio Firefly (Cluj, Romania)

At Firefly Studios we enable mobile game studios to create award-winning games throughout the world. Our commitment to operating awesome free-to-play games for mobile devices allows us to work with world-class mobile game studios from around the world.

We’re looking for an experienced CS Support Team Lead to hire and manage a small Customer Support Team on-site.

Key Tasks & Responsibilities

Onboard, train, and manage a small team of Customer Support agents

Be point of contact for all CS matters for internal development studios

Ensure agent skills and game knowledge are kept up-to-date for all supported titles

Monitor overall support quality and individual agent performance

Organise and evolve workflows and distribute tasks for day-to-day operations among agents

Work with developers & CM to plan and execute custom strategies when facing extraordinary circumstances

Identify, filter, and communicate CS needs, emerging game issues, and player sentiment to the publishing organisation and developers

Act as two-way information funnel between players/agents and the company

Required Skills and Experience

2 y+ experience in leading customer-facing service teams, experience in building up a team from the ground up is a definite bonus

Affinity for games, especially F2P and mobile

Fluent in written and spoken English, any additional languages are a bonus

Ability to filter and communicate information efficiently

Experience with Zendesk, Amplitude, Jira, and Confluence is beneficial